NS1000 V3.0 - Simple Call Centre features -

NS1000 V3.0- Simple Call Centre features -

Rev1.1 20 Aug., 2013

2

Table of Contents

1. Overview2. Features3. How to program4. Report Sample5. Other Enhancement (Catch up TDE/NCP)

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Chapter 1Overview

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1. 1 OverviewSimple Call Center solution without External server (Built-in Function)Solution

Control incoming calls efficiently by balancing the load of Agent conditions. Utilize call distribution patterns, it will improve the call management.

Queuing FeaturesQueue position can be announced.* Exit from ICD queuing and leave message to VM.*Queuing messages and music on hold. Transferring to a backup (overflow) extension

Features and Benefits >>

Improve your customer care and also expanded business opportunities.

ACD 　 MonitorACD Report

VIP priority for special treatmentProvide special treatment to the special customers.

Built in ACDReports, per Agent, per Group*Multiple Groups Status monitor is displayed 　 in supervisor’s PC* Analyze customer care status and enables efficient Agents assignment, in addition reduces

costs.Recording FeaturesAutomatic recorded voice back up*Automatic conversation recording

* Features New for V3

Agent Log-In/Out Wrap-Up. Multiple Group Log In by single Agent. Uniform Call Distribution (UCD)Priority huntingCall distribution to longest idle extension

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Chapter 2Features

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ICD Group QueuingTalk with Agent

DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service.

Agent becomes availableMax 100 callers can wait.

DISA No Dial to ICD

Customer incoming Call

Queuing announcement10 other people are waiting to connect. And your estimated wait time is More Than 30 minutes

No

YesICD Agent Idle?

2.1 Queuing Features

Following flow shows example of application for Call Center function2-1-1 Queue Announcement-1

Queuing announcement5 other people are waiting to connect. And your estimated wait time is Around 10 minutes

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Note:System can announce special message to long waiting caller.This is System option

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ICD Group Queuing Talk with Agent

DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service.

One agent becomes idle.

Mailbox for the ICD Group

Max 100 callers can wait.

DISA No Dial to ICD

CustomerIncoming Call

No

YesICD Agent Idle?

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2-1-2 Exit from ICD queuing and leave message to UM -2

2.1 Queuing Features

Following flow shows example of application for Call Center function

Queuing announcement10 other people are waiting to connect. And your estimated wait time is around 10 minutesDISA Message 5802If you want leave message, dial 1 to leave voice message.

UM Mail box

Custom Services

Interview BOX

AutoAttendant

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2.2 Built in ACD2-2-1 ICD Group Call Monitor

There are 2 built in function for Call Center function.One is Group call monitor and other is Report functionFollowing shows Group call Monitor function

Note

1. Up to 4 groups call monitor screen can be displayed simultaneously.

2. Up to 16 supervisors can use this feature.3. Max 16 ICD-G can be pre-programmed. 4. Status monitor will update every

preprogramed time“Call center feature enhancement” AK require for the System.

<ICD Group Call Monitor>Supervisor position can monitor following status1) Current Waiting Call Number of calls waiting in the queue2) Longest Waiting Time Longest elapsed waiting time of the call queuing3) Current Agent Status Number of monitored ICD group member with status

Call Monitor Screen

99Simple Mode

Standard Mode

2.2 Built in ACD2-2-1 Activate ICD Group Monitor

To Activate Group monitor, Login User by Supervisor Account , then set up 1) Select ICD-G (Max 16 ICD-G) for monitoring 2) Select Screen Layout either One Group or 4 Group one screen 3) Select Screen mode either Simple Mode or Standard 4) Setup Alarm mode by Number of Queuing call and Queuing time Then Click Start

<Users Screen>

2) Select Screen Layout

1) Select ICD-G

3) Select Screen Mode

4) Click to Start to Monitor

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2-2-2 ACD Report-1 NS1000 provides ICD-Group Call and Status Report as follow

“Call center feature enhancement” AK require for the System.

2.2 Built in ACD

Group Call Report Total Incoming Calls Number of incoming calls to the group Total Answer Calls Number of answered calls Total Lost Calls Number of calls abandoned by callers Total Overflow Calls Number of overflowed calls from the groupGroup Statistics Report Talk (Busy) Time

Total Talk Time Total time that the group members spent talking with callersAverage Talk Time Average time that the group members spent talkingLongest Talk Time Longest time that the group members spent talking

Wait Time (Answered)  　 　　　　 　　　

Total Wait Time Total of waiting time before agents answer the callAverage Wait Time Average waiting time before agents answer the call

Longest Wait Time Longest waiting time before agents answer the call

Wait Time (Lost)  Total Wait Time Total of waiting time before the call is abandonedAverage Wait Time Average waiting time before the call is abandonedLongest Wait Time Longest waiting time before the call is abandoned

Max Waiting Calls Maximum number of waiting calls in the queueICD-Group ReportNote : Total 10,000 calls history can be stored with standard CF, and 600,000 calls can be stored as history data with replaced CF (CF-S/M and L)

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2-2-2 ACD Report-2

2.2 Built in ACD

Agent Call ReportTotal Answer Calls Number of answered calls by the agentAgent Statistics Report Talk (Busy) Time   　　 　　 　　

Total Talk Time Total time that the agent spent talking with callersAverage Talk Time Average time that the agent spent talking with callersLongest Talk Time Longest time that the agent spent talking with callers

Total Login Time Duration time of login by the agent Total Not-ready Time Total of Not-ready duration of the agent Total Wrap-up Time Total of Wrap-up duration of the agent

NS1000 also provides Agent Call and Status Report as follow

Agent Report

“Call center feature enhancement” AK require for the System.

Note : Total 10,000 calls history can be stored with standard CF, and 600,000 calls can be stored as history data with replaced CF (CF-S/M and L)

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2-2-3 ACD Report parameters

2.2 Built in ACD

User can create various report by selecting report type, report date and report form. Following shows sample screen for report type selection.Please refer Appendix-XX how to select report option in more detail

“Call center feature enhancement” AK require for the System.

Group Report: Check each ICD-G Call History

Agent Report: Check each Agent Activity

Call Report: Check All call history to the System

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Supervisor can output report to PC Screen and also export data to file as CSV file. In addition, supervisor can print out report to the printerFollowing is data output image

2.2 Built in ACD 2-2-4 ACD Report output

<To the screen>

1. Row Data 2. Pie Chart 3. Bar Graph

<To the CSV File>

4. CSV File out put

<To the Printer>

Following data can be printed out1. Row Data2. Pie Chart3. Bar Graph

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2.3 NAS I/F2-3 Save data to NAS device

NS1000-V3 can interface NAS(Network Attached Storage) device for 1) Back up Large size of Data 2) Multiple NS1000 can share same storage device

Target Data for this function is 1. UM-Voice Data, 2. System setting Data and 3. NS1000 firmware data for upgrade system

LAN

<NAS Device#1> <NAS Device#2>

<Unit A> <Unit B> <Unit C>

Data backup / restore Data backup Data Restore

Note: NS1000 supports NFS version 4(Linux) and CIFS(Windows). No other format is supported

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Chapter 3How to program

(Set up example)

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ICD Group Queuing Talk with Agent

DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service.

One agent becomes idle.

Mailbox for the ICD Group

DISA No Dial to ICD

CustomerIncoming Call

No

YesICD Agent Idle?

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Sample set up - Call handling

3 How to Program

This section explains how to set up for sample configurationCall handling overview

Queuing announcement10 other people are waiting to connect. And your estimated wait time is around 10 minutesDISA Message 5802If you want leave message, dial 1 to leave voice message.

UM Mail box

Custom Services

Interview BOX

AutoAttendant

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3.1 AK for Small Call center function

3. How to program

To activate Built In ACD function, must install AK at first

Need to Install Call Center Features enhancement KeyThis Key is Centralized, so only one AK is required per System

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3.2 DID and DISA Message setting -1

3. How to program

Set DISA function for Call Center call at DID/DISA setting, by the setting, incoming call will be answered by DISA

<1.Configuration> -> <10. CO & Incoming Call> -> <3.DDI/DID Table>Incoming distribution>

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<How to record DISA Message>

DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service. Queuing announcementCurrently all agents are on the phone. XX caller is waiting, and Estimated waiting time is XX minutes

DISA Message 5802If you want leave message, dial 1 to leave voice message.

<Queuing Process>

Step1. Set DISA#1 (5801) for Call Center call to DID Table

Step2. Set DISA divert position as ICD-G601 for dial 0 entry

<5.Option Device> -> <2. DISA Message>

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3. How to program

Set No digits operation at DISA program to divert call to ICD-G 601

<1.Configuration> -> <5. Option Device> -> <3. DISA System> -> <Option1-TAB>

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DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service. Queuing announcementCurrently all agents are on the phone. XX caller is waiting, and Estimated waiting time is XX minutes

DISA Message 5802If you want leave message, dial 1 to leave voice message.

<Queuing Process>

Step3. Set AA-0 selection when no Dial entered in DISA Intercept Table

<2.System> -> <3. Timer & Counters>

Step4. Change DISA no dial intercept timer as `2` for quick transfer to ICD-G#601

3.2 DID and DISA Message setting -2

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3.3 Queuing Announcement Setting - 1

3. How to program

Set Queuing Table for ICD-G#601 as table #1, and set call handling

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DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service.

Queuing announcement10 other people are waiting to connect. And your estimated wait time is around 10 minutes

DISA Message 5802If you want leave message, dial 1 to leave voice message.

<Queuing Process>

Step1. Queuing Table 1 for ICD-G #601

-> <5. ICD-G> -> <2. Queuing Time Table>

Step2. Set Announce Queue position and estimated waiting time after 5 sec waiting time

<1.Configuration> -> <3. Group> -> <5. ICD-G> -> <1. Group Setting> -> <Queuing Time Table TAB>

Note: You can set to announce only queue position

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Note 1) Normal announce Mode Currently all agents are on the phone. XX caller is waiting, and Estimated waiting time is around XX minutes 2) Over threshold time Mode Currently all agents are on the phone. XX caller is waiting, and Estimated waiting time is more than YY minutes (YY: Data in Threshold time table) 3) UM System Guidance When you upgrade system software from older version, need to upload System Guidance from https://www.pccknowledge.com/pbx/ Note: For Testing use UK English

3. How to program3.2 Queue Announcement Setting -2

User can set up estimate waiting time calculation method, Special greeting timer and language of queue announcement as follow <1.Configuration> -> <3.Group>-> <5.Incoming distribution> -> <3. Miscellaneous>

User can Select either Average waiting time or Fixed time for calculating estimated waiting time. If user chose Fixed, user can enter fixed timeUser can set up Threshold time for Special announcement. If exceed this time against estimated waiting time, Announcement will change from `around` to `more than` (See Note1,2)

User can select Language of Queue info announcement 　 (See Note3)

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3.4 Intercept by Dial 1 to VM

3. How to program

Set OGM message 2 for Intercept message and set up DISA Message table

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DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service. Queuing announcementCurrently all agents are on the phone. XX caller is waiting, and Estimated waiting time is XX minutes

DISA Message 5802If you want leave message, dial 1 to leave voice message.

<Queuing Process>

Step2. Divert destination as 500 (VM) when enter dial 1 while herring OGM message (5802)

<1.Configuration> -> <5.Option Device> -> <2. DISA Message>

<1.Configuration> -> <3. Group> -> <5. ICD-G> -> <1. Group Setting> -> <Queuing Time Table TAB>

Step1. Set OGM2 message asking dial 1 for intercept to VM

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3.5 BGM Message setting

3. How to program

Set OGM message 3 for BGM on waiting

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DISA Message 5801Hello this is Panasonic Bank . This call is recorded in order to improve our service. Queuing announcementCurrently all agents are on the phone. XX caller is waiting, and Estimated waiting time is XX minutes

DISA Message 5802If you want leave message, dial 1 to leave voice message.

<Queuing Process>

<1.Configuration> -> <3. Group> -> <5. ICD-G> -> <1. Group Setting> -> <Queuing Time Table TAB>

Step1. Set Wait in Queuing Time table. System will send Company greeting

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Sample set up – Agent and Supervise configuration

3 How to Program

Ext 200

Deliver Call Ext 201

Ext 202

ICD-Group #601

Ext 300

Ext 301

Ext 302

ICD-Group #602

Ext 101 User: Supervisor 001

Incoming Calls

Following is sample ICD-G configuration

Supervisor for ICD-G#601, 602

Overflow

Max 100 calls in queue

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3.6 Set Overflow position

3. How to program

Set Overflow position for back up<1.Configuration> -> <3. Group> -> <5. ICD-G> -> <1. Group Setting> -> <2. Queuing Time Table >

Step1. Set Overflow in Queuing table

<1.Configuration> -> <3. Group> -> <5. ICD-G> -> <1. Group Setting> -> <Overflow Queuing Busy TAB>

Step2. Set 602 in Overflow destination

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3.7 Set up Queuing table and ICD Member Table

3. How to program

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 1. Group Setting>

1. Set up Queuing table for ICD-G 601 as 100

set up 100 as maximum Queuing call

2. Set up ICD-G 601,602 member<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 1. Group Setting> -> Member list

set up Extension number as Agent for each ICD-G

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3.8 ACD Supervisor Setting -1

3. How to program

Then setup Supervisor position. Supervisor can monitor group/Agent status and create report

1. Set up “User” account Set up User account. User level account can be Supervisor, and also Admin level user can monitor all ICD-G status

<Users> -> <2. Add User> -> <1. Single user> or <2. Multiple users>

Create User account Name: SupervisorExtension #: 101

Note: Up to 16 supervisor can be created

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3.8 ACD Supervisor Setting -2

3. How to program

2. Set up Supervisor position

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> <4. ACD supervisor>

Step1. Click Edit Icon

Step 2 Select ‘Supervisor 001`

After create user account then set up supervisor position

Step3. Click “===>”

Step 4. Click OK

Note: Max 16 supervisors can assign

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3.8 ACD Supervisor Setting -2

3. How to program

3. Set up ICD-Group for each supervisor

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> <4. ACD supervisor>

Step1. Click “Edit”

Step3. Click “===>”

Step2. Select ICD group to be monitored.

Step4. Click OK

After set up Supervisor position, then set up ICD-G for each supervisor

Note: Max 16 ICD-G can be assigned for each supervisors can assign

Note: ACD Supervisor can be Automatic 2Way Recording Supervisor

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3.9 ICD Group Call Monitor Setting

3. How to program

NS1000 will update ICD-G status monitor screen every specified time as follow

Set up Screen Update timerSystem will up date ICD-G status every each time as specified

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 3. Miscellaneous >

Note: 1) Data range is from 5 to 60 seconds2) This setting is System Base

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3.10 ACD Supervisor operation - Monitoring 1

3. How to program

To Activate Group monitor, Login User by supervisor account , then set up 1) Select ICD-G (Max 16 ICD-G) for monitoring 2) Select Screen Layout either One Group or 4 Group one screen 3) Select Screen mode either Simple Mode or StandardThen Click Start, Then start monitor Agent Status

<Users Screen>Simple Mode

Standard Mode

Step1. Select ICD-G need to be monitored

Step2. Select Screen Layout

Step3. Select View Mode

Step4. Click `Start Monitor`

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3.10 ACD Supervisor operation - Monitoring 2

3. How to program

User can customize Highlighted Monitor mode as follow

1

1. Number of Current Waiting Calls Set up Number of calls to start warning display if the waiting call exceed the defined number of calls 2. Waiting Times Set up timer of waiting, when calls wait more than defined time, monitor start warning3. Color Mode Set up warning display color4. Blinking Set up either blinking or not on warning status

2

3

4

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3.11 Report Function - Activate Call data Logging -

3. How to program

Supervisor can create Group Report by logging users . NS1000 provide various report. User can select Report type by selecting each parameter

<PBX Configuration> -> <3. Group> -> <5. Incoming Call Distribution Group > -> < 3.Miscellaneous >

It is necessary to set “Enable” to store call data for creating report.

3434

3.11 Report Function - Group -1

3. How to program

Supervisor can create Group Report by logging users . NS1000 provide various report. User can select Report type by selecting each parameter

<Users> -> <4. ICD-Group Management> -> <2. ACD Report> -> < Group TAB >

1. View ModeSelect View Mode such asGroup/Hour/Day/Date/Month/Trunk and Caller ID/CLIP

2. RangeSet up time (00:00 to 23:59) When View Mode is selected as Hour

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3.11 Report Function - Group -2

3. How to program

3 . Select GroupSelect ICD-G which need to create report. Supervisor can only select own monitoring group

4 . Select PeriodSelecting period as followYesterday/Last Week/Last Month/This week/This Month and Custom Period

5 Start and End/Time and date . Specify Time and Date when Select Period is `Custom Period`

3636

3.11 Report Function - Save and Load Parameter

3. How to program

After set up each parameter for Group Report, Supervisor can save the Report create pattern information as Profile Data. 10 Profiles can create and saveBy using this function, Supervisor can create Group report easilyNote: This function will available for Agent/Call Report also

Each Supervisor can create own Report pattern and can load the specific report pattern anytime

3737

3.11 Report Function - Option of CSV File

3. How to program

NS1000 can export report data by CSV file format. Supervisor can define File format between data and data using Comma or Semicolon Note: This function is available for ACD and Call Report also

CSV File sample

3838

3.12 Report Function - Agent -1

3. How to program

Supervisor can create ACD Report by logging users . NS1000 provide various report also . User can select Report type by selecting each parameter

<Users> -> <4. ICD-Group Management> -> <2. ACD Report> -> < Agent TAB >

1. View ModeSelect View Mode such asAgent/Hour/Day/Date

2. RangeSet up time (00:00 to 23:59) When View Mode is selected as Hour

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3.12 Report Function -Agent -2

3. How to program

3 . Select AgentSelect Agent which need to create report. Supervisor can only select own monitoring group Agents

4 . Select PeriodSelecting period as followYesterday/Last Week/Last Month/This week/This Month and Custom Period

5 Start and End/Time and date Specify Time and Date when Select Period is `Custom Period`

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3.13 Report Function - Call -1

3. How to program

Supervisor can create Call Report by logging users

<Users> -> <4. ICD-Group Management> -> <2. ACD Report> -> < Call TAB >1. Select AgentSelect Agent which need to create report.

2 . Select PeriodSelecting period as followYesterday/Last Week/Last Month/This week/This Month and Custom Period

4141

3.13 Report Function - Call -2

3. How to program

3 Start and End/Time and date . Specify Time and Date when Select Period is `Custom Period`

4 Call Filter Mode-Caller ID/CLIP FilterSpecify Caller ID number. 10digits and 10 CID number can specifyWhen set up this parameter, only Specified CID data will be reported

4242

3.13 Report Function - Call -3

3. How to program

4 Call Filter Mode-Talk/Wait Duration FilterSpecify Call duration time as Min/Max.If set up this filter, only specified call will be reported

5 Call Filter Mode-Lost Call FilterSpecify Lost CallIf set up this filter, only lost call will be reported

4343

3.14 NAS Setting

3. How to program

1. Protocol selection Specify NAS protocol NFS/CISF

2 NAS Device InformationSet up either IP address or Name of NAS Device informationAnd define directory of storage area

Set up connection protocol and log in information to NAS device<Network Service> -> <4. Other> -> <2. NAS>

3 CISF InformationSet up User and Password information

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Chapter 4Report Sample

4545

4.1 Group Report

4. Report Sample

Following shows sample of Group ReportBy clicking Graph Icon, user can create graphical report. This graph can be printed

MoteWhen View Mode is `Group` Pie Graph will be created. When View Mode is `CLIP ID` can not create Graph report . Other mode, Bar Graph will be created

4646

4.2 Agent Report

4. Report Sample

Following shows sample of Agent Report

MoteWhen View Mode is `Agent` Pie Graph will be created. Other mode, Bar Graph will be created

By clicking Graph Icon, user can create graphical report. This graph can be printed

By clicking Export Icon, Report data is exported to CSV File

4747

4.3 Call Report

4. Report Sample

Following shows sample of Call Report

Mote ： No Graphical data is supported for Call ReportBy clicking Export Icon, Report data is exported to CSV File

4848

Chapter 5Other Features

(Catch up TDE/NCP v4.2,5,6 and 7)

4949

Maximum ICD-G queuing number is now increased up to 100 calls

5 Other Feature 5.1 Increase Queue number

Now you can set up 100 as maximum Queuing call

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 1. Queue setting>

Each ICD-G can queue incoming call up to 100. It is selectable for each ICD-G

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Select Logging function for Overflow call User can select logging function for overflowed call either logging the history data or not, when the overflowed call is answered by overflow destination

5 Othert Features 5.2 Control Overflow- Selectable Overflow operation

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 3. Miscellaneous>

Select logging or not

5151

5 Othert Features 5.3 Control Overflow- Immediate Overflow

Divert call to Overflow position when all Agents are log-Off

<1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 3. Miscellaneous >

Select Divert or keep in Queue

User can select Overflow operation when All-Agent of the ICD-G are busyIf select this option as Enable, call will be diverted to over flow position

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5 Othert Features 5.4 Intercept to UM (Enhanced)

Intercept to UM

Caller

(1) (2)

(3)

Enhancement Point When extension sets DND, intercept did not work when 2 UM ports are available, but from Version3 UM will answer and record message

Ext 101 : MikeDot Not Disturb

<Setting and Operation>(1) Incoming call is answered by UM.(2) The call is transferred to extension.(3) Extension has already set intercept to VM (mailbox).

Extension 2 UM ports More than 2 UM Port DND Off (A) VM mailbox 101 answers.

“Hello this is Mike. Please leave message.”Same as (A)

DND On Up to Version 2.xx Version 3 Same as (A)Sorry no one is available for the call.” Same as (A)

UM Mail boxTelephoneCompany

5353

5 Othert Features 5.5 Automatic Log out for Last Agent

Example1. Ext 101 is last available Agent, then ICD calls comes to Ext 101.2. Ext101 does not answer for 20s but call is kept on Ext 1013. No answer for more 20s. (Total 40s) EXT101 status change logout automatically because 2 times time-out.

Set no-answer redirection timer as 20secSet No. of unanswered time as 2times

New Parameter:Enable Automatic Log out or Not

Automatic Log outFor each ICD-G, user can define either allow automatic log out function or notWhen Agent does not answer incoming call certain time, System will change the Agent status to log off. Now, even the Agent is last login Agent, System will change the Agent status to log off mode if the setting is enabled <1.Configuration> -> <3. Group> -> <5. Incoming call distribution Group> -> < 1. Group Setting>

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END

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Modification

20130730-01 　 1 NS1000 V3.0 Simple Call Centre features_Rev1.0_30July2013.pptx - 1st release

20130820-02 　 1 NS1000 V3.0 Simple Call Centre features_Rev1.1_20Aug2013.pptx - Add Slide #33, Correct Slide #46 When View Mode is `Group` Pie Graph -> When View Mode is `Agent` Pie Graph